RockySpin Casino - Player's account has been closed.

On August 1, 2026, at approximately 5:00 PM, I won €485 playing a game. I tried to withdraw the money, but the page closed, and now I can't deposit or withdraw any funds. I tried changing my password, but I haven't received any emails with a link to do so. Also, it says my account is deactivated. Why? This is awful; I paid to play. I wrote to the contact email address, and they replied that they closed my account for administrative reasons.

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Hello,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’ve experienced. May I ask a few questions to better understand the situation?

• Could you please tell me which games you were focused on — slots, live casino, sports betting, etc.?
• Had you completed verification before you lost access to the account?
• Were your winnings accumulated while a bonus was active, or without an active bonus?

I hope we can help resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

I was playing slots, I tried to withdraw, it sent me to document verification, but when I tried to upload the documents, the page automatically restarted and logged me out, and I couldn't log back in. They gave me a bonus and I reached the required amount, then I played several games and accumulated winnings by buying scatter bonuses. With an open bonus, you can't do that; it's against the rules, and I ended up with 485.

Sorry, this isn't getting resolved. Now they're asking for a bank statement, which I upload but they keep rejecting it. I paid with Apple Pay and the payment isn't showing up under the casino's name, so I don't know what to do.

Thank you very much for your reply, EdwarsJ. Could you please forward all relevant correspondence between you and the casino to kristina.s@casino.guru? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

I have sent a copy of the emails to mailto:kristina.s@casino.guru

Kristina, this continues, it's not resolved, they won't accept any bank statements, what do I do?

Dear EdwarsJ,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martina (martina.b@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Kristina

Dear EdwarsJ,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite RockySpin Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case?

Thank you in advance for providing the information.

Hello EdwarsJ,

We noticed your recent message and would like to move forward with your refund as soon as possible.

Your submitted documents have been approved. Our team also sent you an email yesterday evening, on 15 September, with the next steps and the information we need from you in order to proceed. For your security and privacy, we cannot share or discuss those details on this public platform.

Please check your inbox (and your spam/junk folder) for our message and reply directly to that email with the requested information. Once we receive your response and the refund is processed, you will be notified via email.

Kind regards,

RockySpin Casino

The problem is that I've sent the credit card and bank statements for the payments I made many times, and I paid via Apple Pay, so the dates will never match. For example, on September 1st, I made a €45 Apple Pay payment, and it wasn't reflected in my account until September 3rd. I've explained this, and the casino rejects everything, and you also reject my emails. In fact, you deleted all my attempts to upload the documents from the casino's website. I have proof of this; I took screenshots. I've included proof of the payments, which, of course, doesn't match the casino's dates, as I mentioned.

So let's see how they resolve this. I'm not here just to be here; I'm here because I paid.

Look at the number of emails: 42 emails written and nothing resolved.

I have plenty of evidence to provide showing that I've been given countless obstacles to paying. Why? Well, I have a very bad answer: "Scams." I don't know, but it's something to consider. Please put an end to this.

Dear RockySpin Casino Team,

Can you please assist the player? Thank you very much in advance

Hello EdwarsJ,

We have just sent you a new email containing the instructions and credentials required for your refund. At this stage, no additional documents are needed - only the requested details are required in order for the refund to proceed. Without this information, we are unable to move forward.

We understand that you have previously provided account details; however, this step is necessary as part of our standard process. Once you reply to the email with the requested information, we will be able to initiate the refund process.

Please check your inbox (including your spam/junk folder) for our message and reply directly to that email with the required details. As soon as we receive your response and the refund has been processed, you will be notified by email.

Thank you for your cooperation.

Kind regards,

RockySpin Casino

Why are these people taking so long? I already made a withdrawal through the casino website and they rejected it without any warning or explanation. I replied to their email today, Thursday, September 17th, to see how long it takes them to pay the €489. How many days will it take?

When are these people going to pay me? I replied to the message 3 days ago and I haven't heard anything since, they haven't even responded. This is never going on.

They've replied to two emails asking for my account details, which I already sent, and I even attached proof of account ownership. Let's see how much longer it takes them to pay.

I've sent all of that, look. How irresponsible these people are and how long they keep taking to pay... I wouldn't recommend this casino to anyone.

I just received another email with this

I have sent a lot of information; in fact, I sent a certificate of ownership from my bank where the bank's address is stamped at the bottom.

It's perfectly clear, so I don't understand this? I've sent them an electricity bill with the information. These people have tons of my documents already. This doesn't bode well, and it doesn't seem normal or legal. I should take legal action. I'm tired of all the delays and these people laughing in my face and not paying me. If it's not one thing, they make up another that I've given them. It seems like they don't read anything.

They've deactivated my account again and haven't paid me.

What are you guys at Casino Guru doing to help me?

Dear RockySpin Casino Team,

The player states that he has provided the requested banking and address information, but the refund remains unpaid. Could you please confirm whether all refund requirements have now been completed and provide the current processing status?

If anything is still missing, please identify the exact item required so the player can address it without further repeated submissions.

Thank you.